Quality Management in Customer Satisfaction
- Details
- Category: Customer Satisfaction
- Published on 26 April 2014
A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
It costs an organization at least four times as much to recruit a new customer as to maintain an existing one. Organizations that regularly lose customers, struggle to repair their damaged reputations.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
About ISO 10002:2004
The Customer Satisfaction standard, ISO 10002:2004 – the guideline standard for implementing a complaints management system – helps organizations to identify, manage and understand how successfully they deal with their customers' complaints.
The standard specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address customer dissatisfaction within your business.
ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.
An effective complaints management strategy will boost a culture of continual improvement. Organizations are recognizing that efficient capturing of customer feedback and complaints management can provide valuable learning opportunities for almost every part of the organization.